The authors argue that traditionally retailers have focused upon their internal processes, operations and systems in order to improve performance. Accordingly they have failed to respond to global changes and customer requirements. They argue that designing a successful retail business depends on relationships with four groups of people: customers, shareholders, employees and suppliers. This text takes you inside those strategic relationships and helps show you how to redesign your business to get them right. Highlights include a new theory of brands which shows how customer loyalty and service can be transformed. Insights into supply chain structure reveal a path to a new level of excellence. Job satisfaction is also given a complete overhaul for the new century. In each case the solution seems paradoxical - by finding a way to let the human element back into strategy we can actually increase its objectivity and extend its reach.
ROB JONES is a Director of Retail Influence Limited and a writer and consultant who has undertaken key assignments in the retailing sector. Rob started his career eliminating communications problems and thinking up performance tweaks for early global networks. These days it's big business retailing that gets the repair and tune-up treatment. Claiming he was pursuing an MBA, Rob has taken time out to acquire degrees in physics and molecular biology. - DAN MURPHY is a founding Director of Retail Influence Limited. His career - spans more than 20 years working with some of the UK's most successful - retailers. Since 1997 he has worked as a consultant to the Boards of some of - Europe's largest multiple retailers, helping to improve areas such as supply - chain management and organisational structures. Most recently he has worked - closely with two of Europe's largest LBO retail acquisitions, helping to deliver - large scale turnaround programs. - AE(00): With DAN MURPHY